AVP - CRM & Cognitive Technology

Role overview

CRM strategy and transformation

• Develop and implement enterprise CRM strategies aligned with business objectives.
• Lead CRM transformation and oversee platform implementation, customization, integration, and optimization.
• Ensure CRM solutions are scalable, secure, and aligned with enterprise architecture.

Cognitive technology and AI

• Drive adoption of cognitive technologies, AI, machine learning, and generative AI across CRM platforms.
• Identify uses for AI-powered engagement, automation, chatbots, virtual assistants, and predictive analytics.
• Integrate AI-driven solutions into enterprise applications and CRM ecosystems.

Architecture and delivery

• Define CRM architecture, integrations, and technology roadmaps across CRM, core banking systems, APIs, enterprise applications, and data platforms.
• Collaborate with infrastructure, cybersecurity, data, and application development teams; meet architecture, security, and regulatory requirements.
• Lead transformation projects and manage stakeholders, vendors, implementation partners, budgets, and timelines.
• Establish technology standards, best practices, and governance; monitor performance and drive continuous improvement.

Qualifications and experience

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
• 15+ years in IT, enterprise technology, CRM, solution architecture, or digital transformation.
• Strong CRM strategy, implementation, customization, and integration experience; hands-on exposure to cognitive technologies, AI, machine learning, and generative AI.
• Understanding of enterprise architecture, APIs, system integration, and cloud technologies; experience leading large-scale technology transformation projects.
• Strong stakeholder management and leadership capabilities.
• Experience in banking, financial services, or another regulated industry is advantageous.

Technical skills

• Enterprise CRM platforms such as Microsoft Dynamics 365, Salesforce, or equivalent.
• Cognitive technologies, AI, machine learning, generative AI, and large language models.
• Enterprise architecture frameworks such as TOGAF; cloud platforms, preferably Microsoft Azure.
• API management, application integration, enterprise systems, data analytics, automation, and intelligent workflows.
• Technology governance, security, and compliance.

Preferred certifications